Booi Casino - Delayed withdrawal and misinformation from the casino

Just by way of an update, it has been over 50 hours since I requested the withdrawal. I emailed BOOI's support desk and finance area at 7:52am - keen to resolve the issue and I would have happily withdrawn the complaint. Disappointingly, I have yet to receive any acknowledgement or response.

I'd like to give a positive update however things have gotten worse. The status of the withdrawal finally changed from 'processing' to 'rejected' so I contacted live chat. They said to use another payment method. I don't do crypto so had to chose SEPA. Chat informed me that I'd have to verify that payment method. Fine, I thought. Can't be that hard.

I was very mistaken unfortunately. They asked for a screenshot showing my details and IBAN. I provided this immediately. Then they reject it, we need a PDF they say. Gave them the PDF which is an account statement with the exact details they asked for! We want a screenshot of your account they say (which phones don't allow for security reasons) so I log in on my PC and send them s screenshot. Ah but it doesn't have your full name they say. Send us a stamped certificate from the bank they say - have you ever heard of this AskGamblers??? Surely a bank statement is the best form of evidence for a bank account. Amazing isn't it?

At this point I said I would no longer engage with them and instead would update the askgamblers complaint. Then the document was magically accepted! So I put through a new withdrawal request for 325 euro. That request is now 'processing' for over 2 hours and looks like going nowhere. This is beyond shambolic at this stage. A casino without a valid system for making payments is unacceptable- particularly when it's just withdrawals that are impacted. Deposits work fine - funny that isn't it? And the practice of asking for asking for multiple, impossible to get or non existent documents is an absolute plague at this casino and some other rogue operators I've encountered. It needs to stop and I hope AskGamblers are advocating for this.

Hello dear Steve,

Sorry for the inconvenience, but I am sure we can resolve this case really quick.
At the moment we can offer you to withdraw your winnings to Skrill, Neteller or Cryptocurrency.
Please get in touch with our support team for all further steps.

Best regards,

I don't have Skrill, Neteller or Cryptocurrency. I have MyFinity - I do not understand why this is not an option to withdraw - It's the same method I use for my deposits! Are you saying my pending withdrawal to my bank has actually failed now?

Casino wins, I gave up and the money is all gone. It is too late for me but I hope someone reading this might think twice before setting up an account with this 'casino'. I can only describe my experience as a form of mental torture where you cannot get a straight answer to any question from the chat operators with regard to the withdrawal.

Since 7am this morning I did everything possible to get this money paid - I set up an account with 'much better' then they told me I couldn't withdraw with it unless I made a deposit. I didn't have money to make a deposit - because of them! You can even see what they advised above - you can use neteller but they don't mention I would have to make a deposit first. I was told to use crypto but I have no idea about crypto. Why couldn't they simply provide the option to withdraw through myfinity - the same method I had used for my deposits. I spent hours yesterday on the farce that was the SEPA payment - it was never ever going to work just like the bank card payment didn't yet I was made jump through extraordinary hoops to verify my bank account.

They keep reversing the money back to your account - in the hope that you do what I did, and play it all down. The only logical conclusion about this casino is that it's a scam. I have no idea how they have managed to obtain and retain a licence - I find this incredible. I will take some comfort from the fact that they will never get another cent from me as I will close the account. I am left with the feeling that they achieved what they set out to do here, to avoid paying my winnings. It's scandalous, it shouldn't happen but it does and it will happen again but hopefully someone will read this and take notice.

Dear @stevend33,

Following a careful review and consideration of your case, the AskGamblers Complaint Team reached the conclusion that, unfortunately, your complaint is not compliant with the AGCCS Guidelines, section Balance played off while waiting to be paid and, therefore, is being rejected. Please keep in mind that following all AGCCS Guidelines is mandatory.

Please keep in mind that while we can understand your frustration and disappointment of probably not being paid within the time frame specified by the operator, it is up to you to refrain from playing until the processing of your payment is finalized accordingly. Instead, you kept playing and lost your balance subsequently which means that unfortunately, you will also lose the validity of your claim against the operator which led to the rejection of the complaint.

And while we understand this might not be the outcome expected by the complainant, we would like to remind you that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.